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Top 5 Frequently Asked Questions
TRACK YOUR ORDER HERE
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We understand how exciting it is to receive your Fidele order. That’s why we’ve made it easy for you to track your package every step of the way. Simply enter your order number below, and we’ll provide you with real-time updates on the status of your shipment. Pssst…It’s on your order confirmation or dispatch email.
We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express. We also accept PayPal, Ideal and prepaid debit cards
*Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.
Chúng tôi chấp nhận các loại thẻ thanh toán sau: Visa, Visa Debit, MasterCard, Maestro, Electron và American Express. Chúng tôi cũng chấp nhận PayPal, thẻ ghi nợ lý tưởng và trả trước.
*Xin lưu ý: Tất cả các khoản thanh toán phải được thực hiện trực tuyến khi đặt hàng. Chúng tôi không có khả năng đặt hàng thay cho bạn.
| Delivery option | Delivery Times | Delivery cost |
| WITHIN HCM CITY CENTRE: D1, 2, 3, 4, 5, 6, 7, 8, 10, 11 BÌNH THẠNH, TÂN BÌNH, PHÚ NHUẬN, GÒ VẤP, TÂN PHÚ | 1-2 working days | 16,000đ per order |
| OUTSIDE HCM CITY CENTRE: D9, 12, HÓC MÔN, NHÀ BÈ, BÌNH TÂN, BÌNH CHÁNH, THỦ ĐỨC, CỦ CHI, CẦN GIỜ | 2-3 working days | 20,000đ per order |
| OUTSIDE HCM CITY: OTHER PROVINCE/CITY | 2-3 working days | 45,000đ per order |
| Khu Vực | Thời Gian Giao Hàng | Đơn Giá |
| NỘI THÀNH: QUẬN 1, 2, 3, 4, 5, 6, 7, 8, 10, 11 BÌNH THẠNH, TÂN BÌNH, PHÚ NHUẬN, GÒ VẤP, TÂN PHÚ | 1-2 Ngày làm việc | 16,000đ/ĐƠN |
| NGOẠI THÀNH: QUẬN 9, 12, HÓC MÔN, NHÀ BÈ, BÌNH TÂN, BÌNH CHÁNH, THỦ ĐỨC, CỦ CHI, CẦN GIỜ | 2-3 Ngày làm việc | 20,000đ/ĐƠN |
| NGOẠI TỈNH: Các tỉnh/ thành phố khác | 2-3 Ngày làm việc | 45,000đ/ĐƠN |
ExChange & RETURNS POLICY
At Fidele, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a simple return and exchange policy to ensure your peace of mind.
Here are the 5 key points of our policy:
Returns: Contact us within 14 days for a return authorization and guidance on the return process.
Eligibility: Items must be unused, in original condition with tags and packaging intact, to be eligible for a return.
Exchange: Defective or incorrect items can be exchanged for the correct ones upon notifying us.
Refunds: After inspecting the returned item, we’ll process your refund within 7 business days to your original payment method.
Return Shipping: Customer is responsible for return shipping costs, unless the return is due to a defect or error on our part.
Please note that certain items, such as underwear or items marked as final sale, may not be eligible for return or exchange due to hygiene reasons.
We recommend carefully reviewing the product descriptions, size charts, and other relevant information before making a purchase to ensure the best fit and satisfaction.
If you have any questions or need further assistance regarding our return and exchange policy, please don’t hesitate to contact us through friendly customer support team.
Thank you for choosing Fidele, and we appreciate your trust in our products and services!
Refund Process: Please allow up to 21 days for your refund to be processed. After returning your order and it being received at our warehouse, we’ll refund you within 7 days, followed by up to 7 days for it to reflect in your bank statement.
Gift vouchers and store credits will be refunded to your Fidele account. We’ll keep you updated via email throughout the process. Returns must meet our policy requirements, including new and unused condition with labels attached.
For any concerns after 28 days, please contact us through the Contact Us.
Gift vouchers and store credits will be refunded to your Fidele account. We’ll keep you updated via email throughout the process. Returns must meet our policy requirements, including new and unused condition with labels attached.
For any concerns after 28 days, please contact us through the Contact Us.
ORDERS & DELIVERY
How to order?
1. Access to www.fidele.com
2. Search for a product by scrolling through our Clothes tab or directly type in the name/code of the product into the Search bar.
3. Please choose your size (refer to our Size Guide) and quantity. Click the button Add To Bag to add an item. Click the button Continue Shopping to check all the chosen goods.
4. Click Checkout or Make A Payment to proceed with the payment process.
5. Fill in all the shipping information. Enter the promotion code (if needed). Choose your payment method.
6. All done! Your order has been made! Your lovely package will soon be delivered! Thank you for shopping with us!
1. Access to www.fidele.com
2. Search for a product by scrolling through our Clothes tab or directly type in the name/code of the product into the Search bar.
3. Please choose your size (refer to our Size Guide) and quantity. Click the button Add To Bag to add an item. Click the button Continue Shopping to check all the chosen goods.
4. Click Checkout or Make A Payment to proceed with the payment process.
5. Fill in all the shipping information. Enter the promotion code (if needed). Choose your payment method.
6. All done! Your order has been made! Your lovely package will soon be delivered! Thank you for shopping with us!
Returns & Refunds
Exchange & Returns Policy
At Fidele, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a simple return and exchange policy to ensure your peace of mind.
Here are the 5 key points of our policy:
- Returns: Contact us within 14 days for a return authorization and guidance on the return process.
- Exchange: Defective or incorrect items can be exchanged for the correct ones upon notifying us.
- Return Shipping: Customer is responsible for return shipping costs, unless the return is due to a defect or error on our part.
- Eligibility: Items must be unused, in original condition with tags and packaging intact, to be eligible for a return.
- Refunds: After inspecting the returned item, we’ll process your refund within 7 business days to your original payment method.
Please note that certain items, such as underwear or items marked as final sale, may not be eligible for return or exchange due to hygiene reasons.
We recommend carefully reviewing the product descriptions, size charts, and other relevant information before making a purchase to ensure the best fit and satisfaction.
If you have any questions or need further assistance regarding our return and exchange policy, please don’t hesitate to contact us through friendly customer support team.
Thank you for choosing Fidele, and we appreciate your trust in our products and services!
AMBASSADOR
Welcome to Fidele, where we believe in the power of ambassadorship! Join our vibrant community and become part of our exclusive team as either a Student Ambassador or a Brand Ambassador.
Whether you’re a passionate student looking to represent our brand on campus or a dynamic individual with influence in the industry, we have exciting opportunities waiting for you. Click here to discover more about our ambassador programs and start your journey with Fidele today!
Whether you’re a passionate student looking to represent our brand on campus or a dynamic individual with influence in the industry, we have exciting opportunities waiting for you. Click here to discover more about our ambassador programs and start your journey with Fidele today!
1.What payment types do you accept?
At Fidele, we accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express.
We also accept PayPal, Ideal and prepaid debit cards.
2.Do you offer any promotional discounts or coupon codes?
Yes, we regularly run promotions and offer exclusive discounts to our valued customers. Keep an eye on our website and subscribe to our newsletter to stay updated on the latest offers and coupon codes.
3.Can I use multiple coupon codes or discounts on a single purchase?
Generally, only one coupon code or discount can be applied per purchase. However, specific promotions may allow stacking or combining multiple discounts. Please refer to the terms and conditions of each promotion for more information.
4.Do you have a loyalty or rewards program for frequent customers?
Yes, we appreciate our loyal customers! We have a special loyalty program where you can earn points for every purchase. These points can be redeemed for discounts or exclusive rewards. Stay tuned for more details on our loyalty program.
4.What is your refund and return policy for online purchases?
We have a hassle-free refund and return policy. If you’re not satisfied with your purchase, you can return the item within a specified period (usually 14 days) for a refund or exchange. Please refer to our refund and return policy page for detailed instructions on how to initiate a return and any applicable terms and conditions.
1.How do I change my email address?
We understand the importance of ensuring the security of your account information, and therefore, we do not allow direct changes to email addresses. We prioritize the safety and protection of our customers’ data. If you wish to use a different email address for your Fidele account, we kindly ask you to create a new account using your preferred email. It’s a quick and easy process that only takes a minute. Your security and peace of mind are important to us.
2.How do I change my delivery address?
We’ve made it incredibly simple for you to update your address. Just log into your Fidele account, navigate to the “addresses” section, and you’ll have the option to add a new address or edit an existing one. However, please note that once an order has been placed, we are unable to modify the delivery address. So make sure to double-check your address before confirming your order. We want to ensure a smooth and seamless shopping experience for you.
3.How do I change my contact preferences?
We respect your preferences and want to ensure that we communicate with you in a way that suits you best. If you wish to change your contact preferences and decide not to receive updates about our latest offers and upcoming news from Fidele, simply log into your account, go to ‘Contact Preferences,’ and leave the checkboxes unticked. It’s as simple as that! We want to make sure you have full control over how and when we reach out to you.
4.How do I change my password?
To change your password, simply log into your Fidele account using your current password. Under the account information section, you’ll find the option to update your password.
If you’ve forgotten your password, don’t worry! Just click on the ‘Forgotten Password’ link on the account login page, and we’ll guide you through a quick and easy password reset process. If you encounter any issues, please reach out to us by visiting the Contact Us tab on this page. We’re here to help
If you’ve forgotten your password, don’t worry! Just click on the ‘Forgotten Password’ link on the account login page, and we’ll guide you through a quick and easy password reset process. If you encounter any issues, please reach out to us by visiting the Contact Us tab on this page. We’re here to help
5.How do I change my payment details?
Misplaced your bank card after a fun night out? No worries, it happens to the best of us. To update your payment details, simply log into your Fidele account, navigate to the payment details section, and you’ll have the option to add, delete, or edit your payment options. We’ve got you covered!
SIZE GUIDE
View our Size Guide here.
Contact us
PHONE
Our phone lines are also open daily, between 8am and 7pm GMT (excluding UK bank holidays). Calls are in English and will be charged at your network provider’s rates. Our numbers are:
UK Customers 0344 576 6444
International Customers +44 344 576 6444
UK Customers 0344 576 6444
International Customers +44 344 576 6444
Our phone lines are also open daily, between 8am and 7pm GMT (excluding UK bank holidays). Calls are in English and will be charged at your network provider’s rates. Our numbers are:
UK Customers 0344 576 6444
International Customers +44 344 576 6444
UK Customers 0344 576 6444
International Customers +44 344 576 6444
